Incident rule
Updated: 22 May 2010 | 2 comments
This issue has been solved. See solution.
any one know what the purpose of "Assigned to a queue is equal to true" means. I want closed incidents to get removed from the queues when closed.
also, do i want "Assigned worker" to Modified by worker" set for properties?
I want the assigned to stay either a queue or a worker. does the condition need to be true or false?
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Correct me if I'm not reading
Correct me if I'm not reading this right, but here's what I think will need to happen:
If you're wanting to re-assign incidents to the person closing the ticket instead of leaving it assigned to the queue then "Assigned to a Queue is equal to true" is something you'll want in your "When" Section. You may also want to add a line for Status that says "Status changes and is equal to Closed".
The "Assigned workter to Modiffied by worker" will change that assignment to the person closing the incident. I think that sounds like something you want to do to get it removed from queues.
Hopefully that helps a little.
- Matt
Thanks Matt
I wanted to clarify that...i actually tested it and it makes sense now. thanks again...
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